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Ivy Meadors
Host and Producer
High Tech High Touch Solutions

Lisa Prendergast
VP, Conference Manager
High Tech High Touch Solutions

Mary Lou Blakely
Key Contributor

Greg Charles
Key Contributor

Daryl Covey

Ernie Hayden
Key Contributor
Port of Seattle

Judy Hogan
Key Contributor

Donna Holt
Help Desk Xlence

JJ Lauderbaugh
Key Contributor
Lauderbaugh & Assoc.

Rick Nichols
Key Contributor
Western Washington University

Bill Price
Key Contributor
Driva Solutions

Seanna Sams
Audio Visual
Dept. of Social and Health Services

Dave Stockwell
Audio Visual

Zoe Stamolis
Key Contributor
Parker Services

Brad Worthley
Key Contributor
Brad Worthley Intl.


our motto: "whatever it takes!"



Insights, hints, tips, and resources for service and support professionals, given in the spirit of sharing information.

In this Issue:

-- Exclusive offer to attend HDP 2006

-- Sharing - Smaller learning environments are more conducive for educational value

-- Resources - Leading Less Than Highly Motivated Support Organizations

-- Job Openings at High Tech High Touch Solutions

-- Subscription Information




Dear Friends and Colleagues,

There was a documentary on television this week about how much more effective learning is in our school systems when there are fewer students in a school and in the classroom.  Bill and Melinda Gates, along with Warren Buffet are working to make it possible for classes to become smaller so the learning capacity of students will increase by creating these tighter units of educational opportunities.

My goal has always been aligned around this proven philosophy that small, high quality educational and interactive opportunities are worth a lot more than attending large events. In large venues you spend your valuable time getting back to your hotel room or breakout session room, and rarely run into the same person twice.  You often do not have the chance to ask questions and speakers don't always have the time to have one-on-one exchanges or small group discussions with you at the larger venues. 

I get the most out of these personal, intimate events, where by the time you leave, you have met 40% or more of the other people who were there. Attending smaller venues like local user groups or intimate conferences and summits is where you will really get the most educational and networking opportunities.  Bill and Melinda's findings are testimonial to this truth proven by making schools smaller here in Seattle, testing the students, and seeing incredible results in their scores.  Truly, we can all benefit from learning in smaller more intimate settings.

I have purposefully designed the Help Desk Professionals Conference and Expo to be an exclusive event for only 350 people; leaders in the Help Desk Industry or those aspiring to become leaders.  Those already registered did so without even seeing a program yet.  One person said, "Ivy always delivers.  I know I won't be disappointed.  I'm signing up for the pre-conference sessions too. I don't know what they will be about, but I know they will be good!"

Furthermore, those of you who know me, understand I love a personal challenge to do things outside of the norm. When someone tells me, "It's never been done like that," I'm even more inclined to break the so-called way of doing something.

When I told them I wasn't going to print proceeding binders nor hand out big bags of stuff to pack around all day, other conference providers told me I was nuts. They said it has always been done this way, and the loudest message was, "it just won't work!"  Funny, when we got the surveys back, we had only one person out of 200 say they would have liked slides for a handout. The rest said how much they loved having everything on a reusable Flash Drive and how nice it was not to have a bunch of stuff to lug around.

We're busy buttoning up the final details for the 8th Annual Help Desk Conference and Expo for the best one yet with new components added to the program.  Every year for the past seven years, I've tried something entirely out of the ordinary to deliver our HDP event with incredible results.  So, I'm going to stir up the pot again this year and try even more new things.

It shouldn't surprise you to find that our upcoming Help Desk Professionals Conference and Expo is filling up fast!  Attendees, sponsors, speakers, and friends are contacting us daily about the event.  We have loads of Alumni returning because they know it won't be the same ole' thing and they will leave loaded up with new solutions to address the immediate needs of their business. 

With all these calls coming in about the event and the feedback from the previous surveys, we are finding a common denominator - people are hungry for the soft skills training delivered by experts and want tons of leadership training.  Tools and technology are still interesting, particularly VoIP, as is industry best practices and proven processes like ITIL and Six Sigma, but the real interest right now is focused on the people more than ever before. 

Knowing these topics are going to meet your primary needs, we incorporated them into our program to guarantee you will get the most benefit by coming to San Antonio with us. You will be absolutely elated when you see what we have prepared just for you.  You can see the program at

Our incredible board is pulling things together from all the outstanding ideas generated from their brainstorming sessions.  See the elite board listed on the left. They are the ones that are ultimately sculpting the conference.  This really is the people's conference built for the people by the people in the industry. 

As to your lodgings, we have some incredible room rates held for you at the hotel. The hotel is sold out except for these super reduced rooms.  The bad news those are going fast.  If you are going to join us in San Antonio, it would be a good idea to get your rooms reserved ASAP.  When they are gone, the only options are other hotels in the area.  Its so much more effective if we can be together to facilitate the best networking.


Please accept my exclusive offer to sign up for HDP 2006 and save $200 now!


 People are saying it's the best they have seen.

Check out this awesome program now.


Do you want to make an impact on your business and demonstrate your pride and ownership in the organization, offering the best possible service at the lowest most reasonable cost? Then join us in San Antonio to hear from our speakers as they deliver high quality, content rich presentations, give you  handouts, templates, and loads of resources.

As with all of our events, we offer a full repayment of your conference investment after you attend all three days of the event if you are not satisfied, excluding pre-conference sessions and certification courses.

Can we sign you up now?  I would love to have you as one of our exclusive 350 people at this once a year event, the Help Desk event unlike any others in the industry.



Ivy Meadors
High Tech High Touch Solutions


“Celebrate with the Legends of the Help Desk Industry and join the
"Round-Up of Top Leaders in the Help Desk Profession"

Hundreds of Help Desk Professionals, including industry experts, legends, vendors and practitioners, will come together September 25-27, 2006, at the spectacular Hyatt Regency in San Antonio for the 8th Annual Conference for Help Desk Professionals. This is a gathering of peers from the user and vendor communities with a common interest in establishing advanced service and support environments, managing down costs, utilizing technology to its fullest and in doing so achieving increased customer satisfaction.

Each year our event features updated conference formats, some of the most recognized names in our industry, and numerous well thought-out networking opportunities.  We are adding even more in-depth sessions, delivering loads of handouts and templates, and including comprehensive working sessions.

In three days you will learn:

  • Confidence in the way to turn your help desk into a service desk learning time-tested lessons you can put into practice to achieve the same results now.

  • Practical, actionable information on strategy, vision, and execution to establish advanced help desks

  • Business strategies for developing the collective skills of your team - exceeding your organization's standards for performance, productivity and efficiencies.

  • Top leadership techniques to lead and empower your people - Ways to advance the skills of the team members.

  • How to forge effective relationships with those above, below and alongside of you.

  • How to deliver results the right way - understand the proven best practices in service and support.

  • Ways to deliver exceptional, high quality customer service.

  • The 10 key considerations to developing young leaders - Understanding The Millennials, Gen X and Boomers.

  • Advanced uses of technology from small or no investment to more advanced options.

  • The key components of ITIL  - how to select and implement the best practices of ITIL in your own organization in practical, relevant terms.

  • How to implement VoIP in your organization or company and what considerations must be made to guarantee success.

  • Master techniques to create valued services in your support groups.

  • Hear success stories for effectively applying VoIP, identity management, knowledge management, change management, and security measures.

  • Learn techniques to reward and motivate your team on a shoestring budget.

  • Deliver extraordinary customer service and offer self-service options to your customers.

  • Hear how others successfully outsourced and/or consolidated their support centers.

We are accepting requests for event partners for the 8th Annual Help Desk Professionals Conference and Expo.  Email now.


"Leading Less Than Highly Motivated Customer Support Organizations to a Higher Focus on Outstanding Service"

Kate Nasser did an excellent job presenting this topic at the 5th Annual Government Customer Support Conference and Expo.   Our attendees pulled out these key nuggets from her session. 

Next to a few of the points, we've added a website to visit for more information for those who missed Kate's session.

  •  Inspire not motivate

  • Create a dialogue with your team

  • Empathy is important for success with customers and team

  • Make it cool to care

  • Positive not negative; forward it back

  • Interpersonal problem resolution

  • Nobody wants to look stupid

  • Show empathy

  • More you learn about yourself the better leader you can be

  • Disengaged leader - less motivated teams (

  • Involve the team

  • Give small awards for achieving goals

  • Re-focus team members on the value they provide

  • People are not born with customer support skills

  • Customers are afraid of failure and feeling stupid

  • Identify and address the cynic

  • Stop and smile and breathe before answering

  • Tell staff why the callers are upset

  • Keep the resist to change close to you

  • Metrics do not create good service

  • Assuming common sense

  • Customer service is not common sense

  • How do you act when you fix a mistake

  • Inspiring your team

  • Punitive leadership styles don't work (

  • Judge based on how well they recover

  • Be a leader

  • Face problems face on

  • Tips for handling specific customer "types"

  • Customer psychology (

  • The techniques to dealing with irate and impatient customers

  • Create a culture of lesson learned

  • Weekly wrap up with staff

  • Helpful strategies to deal with customers who go around process

  • Things to avoid when leading teams

  • Techniques to use when teams are not motivated

  • Leading through change (

  • Entire presentation was excellent

  • Helps to validate what teams do right as well as identify ways to improve

  • Interact with team

  • Understand the customer (empathize)

  • Daily lessons learned

  • Wilson social styles (

Attendee comments:

"The more you learn about yourself the better leader you can be. A disengaged leader has less motivated teams." Felicia Taggart, Defense Intelligence Agency

"Stop and smile and breathe before answering. Tell the staff why the calls are upsetting. Keep the resistance to change close to you." Nina Epps, Department of Social Health Services, Washington

"Metrics do not create good service. Inspire not motivate." Mary Nelson, USDA Forest Service

"I liked that I got concrete examples of "how to's" in Kate's session."  James Wicktom, Defense Information Systems Agency

"Entire presentation was excellent. Helps to validate what teams do right as well as identify ways to improve." Jack Walbridge, SPAWAR, Navy

"The speakers offered additional practical information and shared take-aways." Yolunda Davis, IRS


We have an opening for a commission-only sales person to sell sponsorships for our conferences.  This also includes selling attendee registrations.  The job is location independent and you can almost set your own hours.

We also have an attendee sales / office administration position available. This position requires the person to work onsite at our headquarters in Woodinville, WA.

Please ONLY apply if you have experience in sales, know our industry well, have excellent writing and oral skills, are an enthusiastic person and loves working with people.  If this description fits you, email for more information.

Guiding Principles

Our team created these corporate guiding principles for our company. I love reading them from time to time. Please feel free to plagiarize and use in your own organizations.

High Tech High Touch Solutions, Inc. revolutionizes business through people, process, information, and technology while following our guiding principles:

  • Maintain and foster a philosophy of giving without the expectation of receiving anything in return.

  • Promote service and support centers as corporate assets.

  • Respect and acknowledge service and support professionals for their efforts.

  • Apply the highest standards of excellence to provide service beyond expectations.

  • Promote an exciting work environment that embraces individual development and recognition.

  • Honor and care for all people and encourage their dreams.


We hope you enjoyed this edition of eSharings. Feel free to reprint this newsletter in its entirety with our copyright information intact.

To subscribe visit our website at or reply to this copy with subscribe in the subject line. To unsubscribe click the link at the bottom of this email that says unsubscribe.

Note:  eSharings will contain links to sites on the Internet, which are owned and operated by third parties.  High Tech High Touch Solutions, Inc. is not responsible for the content of any such third-party site.

The 8th Annual Help Desk Professionals Conference and Expo

September 25-27, 2006
Hyatt Riverwalk,
San Antonio TX


Certified Help Desk Manager Training

ITIL Foundations

HDP 2006
Event Partners

Association of Support Professionals

Brad Worthley Intl.

Call Center School


Northwest Call Center Professionals

Help Desk Northwest

Northwest Support Professionals

STI Knowledge


VoIP Institute

Visit our website for useful information
sign up for our newsletters now! 

Get free information now!
Previous resource-loaded eSharings posted on our website.

Did you know attending a conference is still one of the best educational alternatives?

Meetings Media/MPI (corporate and association planners) report the following trends.

 - Budgets are increasing for meetings! This is due to increased attendance and number of meetings.

- Length of big events will be typically 1-3 days.

- Meeting attendance has increased 10-12%.

- HelmsBriscoe, one of the largest meeting/event planning companies in the world, report record attendance and recognition in the value of sending employees to events for continuing education.

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